Customer Service (English and Chinese)

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* Provide information and assistance to customers via inbound/outbound calls and emails.

* Answer, escalate, and follow up on all requests to ensure proper response and quality of service.

* Register all details related to customer interactions in the database and contribute to the knowledge base development.

* Represent the company's image by adhering to its Internal Regulations, policies, and the service's work instructions and processes.

* Fulfill additional assignments such as supporting other colleagues, countries, locations, and new services, including Customer Support Representative activities and satisfaction surveys.

* Meet service key performance indicators.

* Participate in the continuous development and improvement of processes and services.

* Read, understand, and apply procedures from the area of responsibility and other interdepartmental procedures applicable within the company.

* Fulfill any other tasks related to the area of responsibility as requested by the direct superior.

* Proficiency in both English and Chinese (HSK5)

* Proficiency in IT skills (MS Office); SAP knowledge is a plus.

* High sense of responsibility, patience, urgency, and customer support orientation.

* Capacity to organize and make decisions effectively.

* Flexibility and motivation to solve customer requests.

* Excellent communication skills (empathy, active listening, persuasion), with a positive attitude.

* Proactive and responsible in completing all assigned tasks.

* Willingness to work in shifts.

* Previous customer support experience is a plus